Dutch Back Office Advisor For A Video Game Brand

Há 4 dias

Porto, Porto, Portugal Sitel Corp. Tempo inteiro

About the Role:

We are seeking a highly skilled Dutch Back Office Advisor to join our team at Sitel Corp. as a Video Game Brand representative. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers, resolving complex issues, and ensuring a seamless experience for our clients.

Key Responsibilities:

  • Comply with company policies and procedures to meet statutory, quality, and business requirements.
  • Be a first point of contact for resolving escalated customer inquiries, complaints, and technical issues.
  • Conduct thorough investigations into escalated cases, gathering relevant information from multiple sources, analyzing data, and identifying root causes to determine appropriate solutions.
  • Communicate with customers via phone, email, chat to understand their concerns, provide updates on the status of their cases, and deliver resolutions in a timely and professional manner.
  • Make informed decisions and recommendations based on company policies, product knowledge, and customer needs, balancing business objectives with customer satisfaction.
  • Manage escalations effectively, prioritizing urgent cases, escalating to higher levels of management or technical support teams when necessary, and ensuring resolution within established timelines.
  • Maintain accuracy and detailed records of escalated cases, including descriptions of the issues reported, actions taken, and resolutions provided, in accordance with company policies and regulatory requirements.
  • Identify recurring issues or trends in escalated cases and collaborate with relevant teams to implement process improvements, update knowledge bases, and enhance customer support procedures.
  • Conduct regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements, and regulatory requirements.
  • Provide guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriately.
  • Complete daily tasks as allocated in an efficient and timely manner.
  • Monitor and control numerous concurrent tasks in tandem.
  • Proactively and independently work to meet targets and goals.

Requirements:
  • Native or Proficient level of Dutch (C2).
  • Advanced level of English (C1).
  • Previous experience in customer services or escalation support role, preferably within the gaming industry or tech support environment.
  • Excellent listening, communication, and interpersonal skills in supported languages, interacting professionally with customers, colleagues, and technical support teams.

What We Offer:
  • A dynamic and multicultural work environment.
  • Opportunities for career growth and professional development.
  • A competitive salary and benefits package.

How to Apply:

Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you

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